- Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated
Key Result Areas (Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
Contact center operations
- Inbound duties include answering to product enquiries and accepting and servicing incoming queries, requests & complaints
- Outbound duties include welcome calling to all new customers and other types of engagement and servicing outcall
- Monitor SLAs and quality measurements regularly, and refine SOPs for service agents accordingly
- Ensure customer requests/queries/complaints are effectively managed by Service agents without impacting the SLA, TATs or customer satisfaction
- Manage escalations received from team members, and facilitate quick resolution
- Highlight process deviations as shared by customers with relevant internal stakeholders for ensuring process compliance in their respective teams
- Carry out data analysis to derive insights for ensuring process optimization
- Organize trainings for team members to update them with information around new products, regulatory changes, etc.
Sales assist & business generating operations
- Ensure sales assist out call is done to all leads received through various marketing and business development activities
- Ensure customer is taken through the onboarding journey with complete explanation and clarity on the process & requirements
- Aim to successfully convert maximum number of leads to customers and pass the same to sales teams
- Perform cross selling and upselling calling to existing customers
MIS & Reporting
- Ensure compliance of all processes with regulatory guidelines and ABFSG standards
- Track and analyze MIS dashboard related to customer queries, complaints, SLA and TAT achievement, and draw insights from the same
- Share updates on operational issues with Section Head – Service Delivery
Team Management
- Build a strong, efficient and motivated team of customer service agents for the contact center
- Ensure the team is up to date on the latest product offerings across the different business verticals in order to respond to customer requests
- Define performance metrics and standards as per the prescribed SLAs, quality parameters and TATs
- Provide guidance and support to team members on an ongoing basis, and recommend trainings for the team
